Engineering Manager - Customer Experience AI

Coinbase’s Consumer Engagement and Experience (CEE) Surfaces team owns the front door to support for millions of customers: help.coinbase.com, social support, and Athena, the knowledge platform used by CX agents. We are rebuilding these experiences to be AI-native, with retrieval, generation, and agentic resolution at the core.

We’re hiring an Engineering Manager to lead and scale the team responsible for these surfaces. You’ll set technical strategy and 12-month direction for AI-assisted self-service support, improving automated resolution quality and customer satisfaction while meeting Coinbase’s standards for safety, privacy, reliability, and cost.

What you’ll do

• Lead a high-ownership engineering team building Help Center, social support, and agent knowledge experiences.
• Own end-to-end delivery of self-service discovery, conversational and agentic resolution, intelligent routing, escalation, and human handoff.
• Define architecture for secure, reliable, scalable systems spanning search, knowledge retrieval, chat orchestration, CRM, and ticketing integrations.
• Establish evaluation harnesses, quality metrics, feedback loops, and safeguards for accuracy, groundedness, privacy, and safety.
• Partner with Product, Design, CX Operations, Data, Compliance, Legal, Privacy, and Security on roadmaps, metrics, and execution.
• Evaluate build-versus-buy options and operationalize third-party solutions.
• Break complex initiatives into milestones and drive iterative delivery through experiments, A/B tests, and measured rollouts.
• Own SLAs, SLOs, monitoring, incident response, and operational readiness.
• Coach, develop, hire, and retain exceptional engineers while fostering an inclusive, collaborative culture.
• Communicate progress, risks, and tradeoffs clearly to technical and non-technical stakeholders.

Required Skills and Experience:

• 8+ years of software engineering experience delivering customer-facing products or platforms.
• 3+ years managing high-performing engineering teams, including hiring, coaching, performance management, and team health.
• Production experience with LLM-powered systems, such as RAG, agentic workflows, or tool/function calling, and a strong understanding of quality and safety measurement.
• Experience building and operating distributed systems at scale, including reliability, security, performance, and incident response.
• Strong technical judgment, execution skills, product sensibility, and ability to create structure in ambiguous environments.
• Experience partnering across technical and non-technical teams.
• Utilizes generative AI responsibly, maintaining human oversight to deliver business-ready outputs and drive measurable improvements in workflow efficiency, cost, and quality
• Experience with customer support, knowledge search, or AI-assisted customer experiences.
• Experience with shared infrastructure, cloud platforms, Kubernetes, Terraform, CircleCI, or Buildkite.
• Experience with SQL/NoSQL, gRPC, GraphQL, Kafka, or message queues.
• Proficiency in Ruby or Go, or ability to ramp quickly.

Job ID - P75782